Introduction
Managing your contact list in Solevato customer support platform helps keep customer information organized and up‑to‑date.
In Solevato customer support platform, you can add new contacts, edit their details, apply tags, add notes, merge duplicates, and remove contacts when you no longer need them.
- When a customer starts a conversation through any channel (live chat, email or social media), Solevato automatically creates a contact using whatever details are available. Each contact profile shows previous conversations, message history and any notes your team has added
- You can open a contact directly from a conversation by clicking the contact’s name or the external‑link icon in the conversation sidebar
Step 1 – Contacts created automatically from conversations in your customer support platform
A) When a customer starts a conversation on any channel, a contact is automatically created using the available details such as name, email and phone.
B) You can open the contact’s profile directly from the conversation: in the conversation sidebar, click the contact’s name or the external‑link icon. The contact page will open in a new tab.
C) On the contact page, use the History tab to view previous conversations and message history, and use the Notes tab to add internal notes or reminders
Step 2 – Navigate to a contact through conversations in your customer support platform
A) Firstly, from the left navigation, go to Conversations and open a conversation.
B) Then, in the conversation sidebar, click the contact’s name or the external‑link icon to open their contact details in a new tab.
C) Lastly, you can update contact details, view tags, notes and history directly from this page.
Step 3 – Create a new contact
To create a new contact, go to the sidebar and then go to Contacts. At the top right of the contacts list, click the three‑dot menu and select Add contact.
B) Enter the contact’s first name, last name, email address, phone number, city, country, company name and bio.
C) Also, you can optionally add social media links (LinkedIn, Facebook, Twitter, GitHub or Instagram).
D) After that, click Save contact and the new contact appears will appear in the contacts list
Step 4 – Bulk import contacts through sheats
A) In the sidebar, go to Contacts. At the top right of the contacts list, click the three‑dot menu and select Import contacts.
B) Then, an Import contacts modal will appear, explaining that you can import contacts through a CSV file. Click Download a sample CSV to download the template file
C) Open the sample CSV file and enter your contacts’ details into the appropriate columns (e.g., first name, last name, email, phone number, city, country, company, tags). Save the CSV.
D) Back in Solevato, click Choose file in the import modal and select your completed CSV file
E) Click Import to upload the file. Solevato will create new contacts from each row and match any existing contacts by email address to avoid duplicates.
Step 5 – Edit contact details
A) From the contacts list, click View details next to a contact.
B) On the contact details page, update the contact’s name, email, phone number, location and bio as needed.
C) Scroll down to the Edit social links section to add or update social media profiles.
D) Click Update contact to save the changes
Step 5 – Tag a contact
A) On the contact details page, click the + tag button under the contact’s name.
B) Select an existing tag or create a new one (e.g., lead, billing, delivery) to categorize the contact.
C) Tags help you filter and group contacts later.
Step 6 – Write notes
A) In the contact details page, switch to the Notes tab on the right.
B) Type your internal note in the text box—for example, important discussion points or follow‑up reminders.
C) After that, you should click Save note; the note will be stored with the contact and visible to your team.
D) After saving your note, you can refer back to it anytime from the Notes tab.
Step 7 – Merge duplicate contacts
A) If you have duplicate contacts, open one of them and select the Merge tab.
B) Search for and select the primary contact.
C) Next, review the contacts to be merged, then click Merge Contact. The system deletes the secondary profile and merges all conversations into the primary contact.
Step 8 – Delete or block a contact
A) To remove a contact completely, you need to scroll to the bottom of the contact details page and click Delete contact. Then, confirm your choice but note that this action cannot be undone.
B) To stop receiving messages from a contact without deleting them, click Block contact at the top of the page. You can still view their history and details, but they will no longer be able to send messages.
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